Service Delivery: Crisis Intervention within Information and Referral

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Information and Referral (I&R) is not a crisis service. Yet I&R practitioners have always and will always need to occasionally handle crisis situations, including suicide calls. This course addresses the skills required to do so. This course covers all aspects of crisis intervention within an I&R environment. Topics discussed within an interactive format include defining the nature of crisis, the search for coping mechanisms, and the types of crisis generally encountered within I&R. It includes a crisis intervention model and the elements of a suicide risk assessment. The material is primarily geared for front-line staff at I&R services that are responsible for the provision of services delivery to the public. It is not appropriate for crisis specialists but may be a practical primer for other professionals within health and human services. The course was written by AIRS staff member, Clive Jones, a former President of InformCanada, who is responsible for the AIRS Certification Program, in addition to assisting with training and standards development. It was adapted from material within The ABCs of I&R (copyright AIRS). AIRS is the nonprofit Alliance of Information and Referral Systems at www.airs.org.

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3 Questions
Part 1: The Nature of Crisis and Coping Mechanisms
Open to download resource.
Open to download resource. Some problems grow into crises. Some crises become emergencies. In many ways, every I&R inquiry is an exercise in crisis prevention as it helps people solve problems at an early stage. Everyone experiences crises at some points of their life. People in crisis describe themselves as feeling hopeless and overwhelmed. They have difficulty coping with even the simplest of things because of the stress of their situation.
Part 1: Review Exercise
8 Questions  |  Unlimited attempts  |  8/8 points to pass
8 Questions  |  Unlimited attempts  |  8/8 points to pass
Part 2: Crisis Intervention in I&R
Open to download resource.
Open to download resource. People who work in an I&R service may not be crisis professionals, but they will receive crisis calls. Many of the reasons/situations that cause people to contact I&R services are also potential triggers for the development of crises. Some I&R services also operate distinct crisis services, but in most instances, I&R services should work in partnership with a separate agency that specializes in crisis intervention. Contact with a person in crisis often ends with a direct connection or a referral to the specialized crisis service that will provide more appropriate ongoing assistance.
Part 2: Review Exercise
8 Questions  |  Unlimited attempts  |  8/8 points to pass
8 Questions  |  Unlimited attempts  |  8/8 points to pass
Part 3: A Crisis Intervention Model
Open to download resource.
Open to download resource. Crisis intervention accomplishes resolution through a focused process based on: 3 Basic Rules 4 Fundamental Principles, and the 5 Stages of a Crisis Intervention All of these components are wrapped around the same active listening and other I&R communication tools constantly used by a Community Resource Specialist.
Part 3: Review Exercise
8 Questions  |  Unlimited attempts  |  10/10 points to pass
8 Questions  |  Unlimited attempts  |  10/10 points to pass
Part 4: Parts of a Suicide Risk Assessment
Open to download resource.
Open to download resource. An I&R service is not a specialized suicide hotline. However, either because a community lacks such a service, or the service is busy or the client does not know about the service – an I&R will occasionally receive suicide calls and Community Resource Specialists must be prepared to respond to them.
Part 4: Review Exercise
8 Questions  |  Unlimited attempts  |  12/12 points to pass
8 Questions  |  Unlimited attempts  |  12/12 points to pass
Discussion
Make 1 discussion post to continue.
Make 1 discussion post to continue. As a Community Resource Specialist, how might you feel after taking a couple of complex and emotional crisis calls? What might be some needed strategies and supports?
AIRS Crisis Intervention Within Information and Referral (Quiz)
13 Questions  |  Unlimited attempts  |  11/13 points to pass
13 Questions  |  Unlimited attempts  |  11/13 points to pass
Certificate of Completion
1.50 Hour(s) of Professional Development credits  |  Certificate available
1.50 Hour(s) of Professional Development credits  |  Certificate available